Three Customer Service Call Centers I Don’t Mind Calling

Posted by Cap on December 11, 2008 |

So I just got off the phone with American Express and got my Blue converted to the Blue Cash. Although I was routed to an oversea call center, the total call time including wait time was a relatively short 6 minutes and 23 seconds. Not too shabby.

After the painless customer service call center experience, I realized that the experience I just received was rather rare and uncommon. Most calls to custom service call centers are plagued with incredibly long wait time with a mix of service reps who can’t help, won’t escalate your problem, or can’t resolve the issue you’re calling about within one phone call.

Here are three financial companies that I don’t dread calling:

1. American Express

I’m not sure if I’m just lucky or if American Express customer service personnel are just a cut above the rest, but I’ve consistently received top notch service from each of the time I called American Express. In fact, just two years ago when my friends and I went to Hawaii and had questions regarding the car rental collision service coverage benefits, a friendly rep spent the lengthy time on the phone with us, going through the card benefit and breaking down the pros and cons for us.

This isn’t to say that American Express is a perfect company, as with any such large corporation, I’m quite sure there was instances where customers have received bad customer service, but overall I’ve received great service and thus American Express easily made this short list.

2. TradeKing

TradeKing, the discount broker that consistently received high marks for customer service and satisfaction, is one of the company I’d have no trouble calling. Whether its the online chat service or a call to their customer service line (1-877-495-5464), TradeKing was always available to provide me with friendly and timely customer service. This probably reads like a gigantic corny customer service testimonial, but it honestly is nice to be able to not dread calling a customer service phone line.

3. ING Direct

From the first time I forgot my customer login number to the few times I’ve had trouble with my account, ING Direct phone reps were always able to help me. This is a reason why I continue to have my account and a relationship with the online bank, despite the fact that their savings APY rate is not as competitive to their competitors. When it comes to high-yield savings account, I’d always refer first-timers to ING Direct, as their speedy service and transfer makes ING Direct an ideal recommendation for online banking novices.

Got other companies (even non-financial ones) that you don’t dread calling? Got ones that you hate to the very bone of your being? I personally hate calling T-Mobile and Time Warner. Feel free to praise or rant with me.

Not exactly personal finance related, but I have been tremendously impressed by Netflix’s customer service. They did away with email based support some time back, and now do everything over the phone — and believe it or not, its a pleasure to talk to them on the phone. Real employees empowered to help the customer out.

Regarding T-Mobile, I couldn’t agree more. I actually had a representative hang up on me once… and I’m a pretty patient person.

Your writing about a credit card on this site? I work for a union co. and we provide a service . I dare say amex provides nothing except tacking on service charges whenever they can…I don’t use credit cards and don’t buy crap………

AmEx is known for having the best service out of all the credit card companies…and their merchant fees are highest to prove it. All that cost to hire and retain great employees is paid for by high per transaction fees.

I had good support at Time Warner but I suspect it is a regional thing; two people in two different areas of the U.S. are not going to get the same TW office.

I have heard that every single cell phone service out there is awful with their customer support except CREDO/Working Assets. This was in a blog conversation I had elsewhere where the only good reviews I saw were for the latter. I’m surprised someone here had a good experience with Sprint. Maybe they’re finally getting the message, so to speak. My experience with CREDO has been very, very, very good.

ING’s customer service line may be great but they dropped me and said that it was because they pulled my credit report and it didn’t look good (that doesn’t surprise me–that they checked it at all does, considering I only had a savings account with them). I think it was because I withdrew from the account too many times in one month, which is my fault, but it would have been nice had they either been honest with me or explained why they pulled my credit when there was no obvious reason to do so. I don’t think I’ll do business with them again; I’m with a credit union now and am perfectly happy with them. I don’t see a savings account as an investment instrument, anyway.

I have ING, and although I’ve never had to call, both my sister and mother did and it was a breeze. My mother absolutely hates calling CS, so when she tells me it was a good experience I believe her.

Another commentor suggested Fidelity and I agree. This past year I have called 6 times for various reasons. All matters were solved in 5 minutes or less and the rep was extremely friendly, helpful, and nice. I’ll gladly pay $2 extra for transaction fees for the service I receive.

I recently switched my internet over to AT&T’s DSL and it was a customer service disaster! I guess that in the long run it was worth it because I’ll save a bundle on my internet service, but I don’t think I’ve ever had a worse customer experience.

I also use AT&T for my cell phone and their customer service has been fantastic.